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Hub 3 - Crashes weekly/reboots unexpectedly

I think my Hub 3 is on its way out. Had it for quite a few years now. On 24/7/365. About once a week it’s self-rebooting. It’s extra annoying because all my bulbs are smart and when the hub comes back up, the 2.4Ghz network doesn’t allow anything to authenticate to it. A deliberate reboot of the Hub restores normality. Until the next crash.

Is this behaviour commonly associated with a Hub ready to retire? Been a customer for 21 years. Every hub has needed replaced at least once.

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Andrew McNaughton
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Re: Hub 3 - Crashes weekly/reboots unexpectedly

From the many issues I've seen in about six years in this forum, it certainbly could be the hub on its way out, but more commonly it is a line quality problem. 

VM technicians often replace perfectly serviceable hubs in the hope of fixing line quality issues, and rather too often that doesn't work, meaning the underlying cause persists for longer, and the customer has to endure yet more miserable and distressing dealings with VM's appalling technical support call centre.

So my suggestion is that you connect to the hub, at the log in page don't log in, but click on the link "Check router status", and post here the contents of the three tabs titled Downstream, Upstream, Network log.  We'll take a look and see if there's any issues in terms of noise or power levels.  Also, head over to Thinkbroadband.com create an account, and set up a Broadband Quality Monitor.  Let that run for a few days, see if that shows anything out of the ordinary.

As and when this is fixed, you might want to think about getting yourself a decent router - because smart home gadgets usually use 2.4 GHz, you really don't want to be relying on the Hub 3 which even when working is one of the weakest wireless routers commonly found in the UK...

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Re: Hub 3 - Crashes weekly/reboots unexpectedly

Thanks Andruser. Network log interesting around the time the hub flipped-out.

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1299000000140256 qam21
21390000003.440256 qam1
31470000003.540256 qam2
41550000003.540256 qam3
51630000003.240256 qam4
6171000000340256 qam5
71790000002.540256 qam6
81870000002.740256 qam7
91950000002.440256 qam8
10203000000240256 qam9
112110000001.940256 qam10
122190000001.740256 qam11
132270000001.540256 qam12
142350000001.540256 qam13
152430000001.240256 qam14
16251000000140256 qam15
172590000000.540256 qam16
182670000000.540256 qam17
192750000000.540256 qam18
202830000000.940256 qam19
212910000000.740256 qam20
223070000000.940256 qam22
233150000000.740256 qam23
243230000000.940256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.9230
2Locked40.31510
3Locked40.32100
4Locked40.9320
5Locked40.3310
6Locked40.960
7Locked40.990
8Locked40.950
9Locked40.3160
10Locked40.3160
11Locked40.380
12Locked40.960
13Locked40.3190
14Locked40.390
15Locked40.380
16Locked40.3290
17Locked40.3140
18Locked40.3100
19Locked40.3120
20Locked40.970
21Locked40.3130
22Locked40.990
23Locked40.350
24Locked40.390

 

 

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Re: Hub 3 - Crashes weekly/reboots unexpectedly

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1537000004.8512064 qam2
2462000004.775512064 qam3
3394000004.775512064 qam4
4603000004.825512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

23/05/2020 11:31:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 21:10:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:39:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:38:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:36criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:36criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:18criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:18criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:0criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:34:0criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 13:33:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 23:01:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2020 08:00:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2020 04:56:40ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2020 04:38:21ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2020 03:31:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks again.

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Re: Hub 3 - Crashes weekly/reboots unexpectedly

Good Afternoon mcnaugha,

 

Thanks for your post on our Community Forums

 

How are the services looking today? I've been able to see the stats of the hub and everything is in spec.

 

We do however seem to identify an issue with the Wi-Fi coverage, do you have any devices that are located near the hub that could be plugged into the hub via an Ethernet cable?

 

I'd also be interested to know if you have you had any poor broadband experiences with any devices connected via Ethernet cable?

 

Kindest regards,

 

David_Bn

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Re: Hub 3 - Crashes weekly/reboots unexpectedly

As andruser said.. assuming that wired connections are all ok getting your own wireless equipment will solve the wifi issues.

Either.....

1) Mesh System
2) Wireless router
3) Wireless access points
4) A combination of the above

Depending on your requirements, house layout/construction and of course, budget.
------------------------------

Also... Your Hub stats look fine but to check for Network disconnect problems....

Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM.
If you just see a wall of "red" then your Hub is not accepting the "pings" - make sure you uncheck the “ignore ping from WAN side” box in the settings - note it will take an hour or two to start seeing a sensible picture.

https://www.thinkbroadband.com/broadband/monitoring/quality



--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Hub 3 - Crashes weekly/reboots unexpectedly

Unfortunately I had four power brown-outs yesterday as well as work done which involved mains off just beforehand. So, I might not see the weekly/fortnightly crash this week.

 

I have the following attached via Ethernet:

VM V6 box

Windows PC - spends most of its time off to be honest. It does have a live NIC though as I use WOL via Alexa to bring it on.

Virgin's Wifi Extender to deliver wifi to my bedroom (old building with thick stone wall)

A 2018 LG OLED TV

 

The Hub is placed right next to the V6 box and on its other side there is a half-metre-tall Onkyo speaker. The speaker is likely to have big magnets in it. I don't know if it could cause the hub to crash about once a week... I wouldn't have thought so.

 

I don't feel I have any Wi-fi issues or Ethernet issues. Just the damn hub rebooting itself.

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Re: Hub 3 - Crashes weekly/reboots unexpectedly

Hmm... I’m not convinced the broadband quality monitor is working the way it should. It has whole days with 100% packet loss and that’s not possible. I would have noticed! Is it possible the hub is reacting to the monitor as though it’s a DoS attack? I can see it working and then patches of packet loss then it goes to full days of packet loss. Yes, I know, it was my first thought that my damn DHCP lease had expired and the IP had changed. It hasn’t. It’s still the same as the monitor.

 

Their speed test wasn’t very good either. Maybe their glory days are behind them? 😉

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